Integration and automation are the keys to unlocking the best experience for frictionless interaction with the services offered by Insight. This application, Insight ServiceConnector, for Insight’s global managed services includes several key integration options in a single ServiceNow spoke which facilitates ‘low/no code’ onboarding instead of traditional custom builds to an API specification. Design considerations for the spoke are focused on Insight’s clients’ need to leverage a single offering with options to grow and expand without installing multiple spokes for a single business partner.

It is important to note that this spoke has been developed over many years as a scoped application before coming to the ServiceNow store. This means that the functional elements of this spoke and the very complex integration engine at Insight have been used by many clients successfully for years.

Our Insight ServiceConnector application enables clients to work natively from their own ServiceNow platform, preventing the inconvenience of switching back and forth between their own environment and an external service request portal.

Interactions such as state changes, comments, attachments, and work notes on both sides of the integration for Incidents are shared in real-time and Insight’s clients’ end users and/or IT personnel can easily interact with various Insight experts globally to solve simple or complex problems.

Service Catalog Tasks to Fulfillment Tasks are also supported (Client to Insight) for specific Managed Services requests for Insight to execute.

To demonstrate the application’s value, we have two examples. The first is Service Desk, a type of Insight Managed Service that uses the spoke can use Incident and Service Catalog Tasks to Fulfillment Tasks elements as the part of the connection. Another example is Managed Infrastructure, which could use CMDB (Configuration Management Database) and Asset data.

- Standard solution for handling core/foundation data:
- CMDB
- Asset

- Standard solution for bi-directional Incident integration
- Standard solution for task (Service Catalog Task to Fulfillment Task) integration